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Coordinator - Insurance Operations (Triage Team)

1 month ago

Toronto, Canada Marsh Full time

**Coordinator - Insurance Operations (Triage Team)**

**What can you expect?**
- Role will additionally demonstrate increased technical proficiency, and provide peer level mentoring to other Operations Specialists
- In addition to Central In-take/Triage tasks, may include mentoring new hires and supporting process improvement projects

**What is in it for you?**
- A company with a strong Brand and strong results to match
- Marsh Canada offers competitive employee benefits and a thriving culture to bring your authentic self to work
- Culture of internal mobility, collaboration and valued partnership with HR from the business.
- Employee Resource Groups, which provide access to leaders, relevant volunteer and mentoring opportunities and interactions with counterparts in industry groups and client organizations.
- Competitive pay (salary and bonus potential), Full benefits package - starting day one (medical, dental, vision, STI/LTI, life insurance, RSP (Retirement Savings Plan or TSFA (tax-free savings account.) (regional specificity required)
- Parental Leave and Tuition Reimbursement plan per year and participation in our Employee Stock Purchase Plan (regional specificity required)
- Entitled to vacation, floating holidays, time off to give back to your community, 10 sick days, and company holidays (with early dismissal)

**We will rely on you to**:
**Workflow Administration**
- Manage and prioritize workload to ensure timely request assignment to the appropriate colleagues based on capacity and skill set.
- Processing of complex transactions and resolution of escalated matters within SLA
- Perform step up Supervisor duties on an ad-hoc basis to support Operations team.
- Contribute to the achievement of Operations team Service Level Agreements (SLA), Key Performance Indicators (KPI) and business objectives

**Administration and Documentation**
- **Ensure timely and accurate production/processing of**:

- invoices and related policy documentation
- fee transactions
- finance requests
- pre-renewal / new business processes
- premium and adjustment calculations
- up-to-date computer system records
- current and outstanding documentation follow ups

**Production/processing of complex and confidential documentation when required including**:

- invoices and related policy documentation
- information and documentation for Pre-Renewal and Broking meetings
- up-to-date computer system records
- current and outstanding documentation follow ups

**Issues Management**
- Manage day-to-day issues as it relates to the assessment and assignment of requests for Invoices by partnering with stakeholders to remedy immediate concerns.
- Proactively manage/analyze & communicate

**Process Improvement**
- Maintain an adaptable and flexible approach to the work environment
- Build, maintain and demonstrate a comprehensive knowledge and understanding of Marsh business and Insurance practices
- Work with senior leadership on special projects and ensure the successful implementation of change initiatives
- Utilize a Lean Six Sigma/Continuous Improvement approach to identifying and initiating

**Technical Support**
- Provide coaching and support to Operations team Executives on all documentation and report preparation
- Act as a mentor to Operations Services Executives to ensure they have working knowledge of systems and processes within the Service team
- Provide assistance to Operations Team Leaders by acting as a point of escalation as required
- Identify opportunities for improvement within operational processes and work with colleagues and Operations Services Team Leaders to deliver improvements
- Provide Subject Matter Expertise (SME) support to business stakeholders and participate in group and business-unit-lead initiatives.

**Customer Awareness**
- Maintain a basic understanding of the core aspects of relevant Insurance and related legislation
- Support Senior Account Executives/Principals with the development, implementation and management of risk management and insurance programs, which accurately address customer needs
- Build and maintain strong working relationships with internal and external stakeholders.
- General servicing skills and etiquette
- Maintain an awareness of the customer’s business and insurance needs, noting all briefing information provided by Broking team

**Compliance**:

- Adhere strictly to the Company's Quality practices and other systems and procedures
- Comply fully with the Company's Errors and Omissions avoidance policy
- Comply with company policy for continuous professional development
- Possess a thorough working knowledge of all aspects of the Insurance (Agents & Brokers) Act, Insurance Contracts Act, Fire Services Levy, Stamp Duties, Worker's Compensation and other relevant legislation

**What you need to have**:

- College/university degree or equivalent work experience
- 2+ years previous work experience in a related field
- Ability to interface with colleagues at all levels within t

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